3,896 Customer Success Managers jobs in Kenya

• Onboard new clients, ensuring a smooth and successful transition to our platform/services.
• Develop and maintain strong, long-lasting relationships with a portfolio of key clients.
• Proactively engage with clients to understand their needs, goals, and challenges.
• Provide ongoing product support, troubleshooting, and guidance to ensure clients achieve their desired outcomes.
• Monitor client usage and satisfaction, identifying at-risk accounts and implementing retention strategies.
• Identify opportunities for upselling and cross-selling additional products or services.
• Conduct regular check-ins and business reviews with clients to assess satisfaction and value realization.
• Gather client feedback and collaborate with product and engineering teams to inform product development.
• Act as a client advocate, ensuring their voice is heard within the organization.
• Contribute to the development of customer success best practices and resources.

• Bachelor's degree in Business, Marketing, Communications, or a related field.
• Minimum of 5 years of experience in Customer Success, Account Management, or a related client-facing role.
• Proven ability to build and maintain strong relationships with diverse clients.
• Excellent communication, presentation, and interpersonal skills, with the ability to engage effectively remotely.
• Strong problem-solving and analytical skills, with a customer-centric approach.
• Experience with CRM software (e.g., Salesforce, HubSpot) and customer success platforms.
• Ability to understand and articulate technical concepts related to our products/services.
• Demonstrated success in managing a portfolio of accounts and driving customer retention and growth.
• Proactive, organized, and able to manage multiple priorities in a remote work environment.
• A passion for helping customers succeed and a dedication to delivering exceptional service.

Looking for a leader to build and maintain relationships with enterprise customers in the phase of project implementation. Our mobile-based sales automation service, SENRI, is aiming at changing the way they work at enterprises and strengthening distribution networks in Africa.  Starting from 2015, we have been successful in the development of the service and acquisition of customers in Nigeria, Kenya, and Uganda, with a multi-national team of Nigerian and Japanese. For further growth and empowering our team, we need you now.

Scope of work

• Support corporate customers to utilize our service
• Lead training with new customers (incl. product setup)
• Check the usage of sales reps to identify who's using / not using
• Communicate with sales reps in case they have any challenges in the usage
• Solve challenges of customer (manager) satisfaction
• Send reports accordingly
• Other administrations

Working conditions

• Working hours : 8:30-17:30
• Working day: Monday – Friday
• Compensation to be discussed based on his/her capability and experience
• Probational period will be 3-6 months
• Long-term employment decision to be made by the end of this period

Job Review

This is a
full-time leadership role in Nairobi
, positioned at the heart of customer lifecycle management within the SaaS industry. Unlike entry-level customer success positions, this role is strategically designed to blend customer engagement, pre-sales support, product adoption, and team leadership.

Key Job Responsibilities.

1. End-to-End Customer Lifecycle Management

• Responsible for the entire customer success journey from the trial phase through post-sale, including guiding trial customers, uncovering needs, demonstrating value, and driving conversion to paid contracts.

2. Pre-Sales & Solution Support:

• Collaborate with the sales team by providing product demonstrations, scenario based solution design, and value proposition support during the pre-sales stage to facilitate deal closure.

3. Customer Relationship & Retention

• Establish and maintain long-term cooperative relationships with customers in Africa, enhancing customer satisfaction, retention rate, and renewal rate.

4. Customer Training & Support

• Conduct customer training sessions and address technical inquiries to ensure customers fully understand and utilize product features, thereby increasing product adoption and usage depth.

5. Customer Feedback & Product Optimization.

• Regularly collect customer feedback and combined with market and competitor insights, provide suggestions to the product team to drive product iteration and optimization.

6. Customer Success Planning & Execution

• Develop and implement customer success roadmaps to help customers achieve their business goals and enhance their experience and satisfaction.

7. Team Management & Local Operations

• Lead the local Customer Success team, establishing workflows and service standards to ensure team alignment and efficient execution of goals.

Job Requirements

1. Education

• Bachelor's degree or above, preferably in Marketing, Business Management, Information Technology, or related fields.

2. Work Experience

• Minimum of 5 years of experience in Customer Success or customer management, with a background in the SaaS industry.
• Proven experience in team management, with the ability to lead a local team to achieve customer success objectives.
• Preference will be given to candidates with CSM experience from leading SaaS companies such as Odoo, Zoho, QuickBooks, Busy, Tally, etc.

3. Core Competencies

• Familiar with SaaS product promotion and customer lifecycle management strong technical acumen and solution design capabilities.
• Ability to support pre-sales activities, including product demonstrations and value communication tailored to customer business scenarios.
• Skilled in using data analysis to identify renewal and upsell opportunities and drive conversions.
• Proficient in using CRM systems (e.g. Salesforce, Zoho CRM) and data analysis tools.

4. Preferred Qualifications

• Experience in Customer Success or pre-sales within the SaaS retail sector in East Africa.
• Experience in building or optimizing customer success processes from the ground up.
• Ability to propose product or operational improvements based on market and customer behavior data.

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• Develop and execute proactive customer success plans for a portfolio of enterprise accounts, focusing on maximizing product adoption and value.
• Build and maintain strong relationships with key stakeholders, including executive sponsors, IT leaders, and end-users.
• Conduct regular business reviews (QBRs) to assess client progress, identify opportunities, and ensure alignment with strategic goals.
• Monitor client health metrics and proactively address any risks or challenges to ensure client retention and satisfaction.
• Identify opportunities for upsell and cross-sell within existing accounts, contributing to revenue growth.
• Serve as the voice of the customer internally, providing feedback to product, sales, and marketing teams.
• Onboard new enterprise clients, ensuring a smooth and effective transition to our platform.
• Develop and share best practices and success stories with clients and the broader customer success team.
• Mentor and guide junior Customer Success Managers, sharing expertise and fostering team development.
• Stay informed about industry trends and client business objectives to provide strategic guidance.

• Bachelor's degree in Business Administration, Marketing, or a related field, or equivalent experience.
• Minimum of 7 years of experience in Customer Success, Account Management, or a related client-facing role, with significant experience managing enterprise-level accounts.
• Proven ability to build and maintain strong executive-level relationships.
• Demonstrated success in driving customer retention, expansion, and advocacy.
• Excellent communication, presentation, and interpersonal skills.
• Strong analytical and problem-solving abilities, with a data-driven approach to customer management.
• Experience with CRM and Customer Success platforms (e.g., Salesforce, Gainsight).
• Ability to work independently and collaboratively in a fully remote environment.
• Proven leadership or mentoring experience.
• Strategic thinking and business acumen.

• Manage a portfolio of high-value global enterprise clients, serving as their main point of contact and trusted advisor.
• Develop and execute success plans tailored to each client's strategic objectives, business goals, and user adoption targets.
• Conduct regular business reviews and strategy sessions with clients to ensure alignment and demonstrate value.
• Proactively identify opportunities for account growth, upsell, and cross-sell, working closely with the sales team.
• Monitor client health scores, identify at-risk accounts, and implement proactive retention strategies.
• Troubleshoot and resolve complex client issues, coordinating with internal technical and support teams.
• Gather client feedback and translate it into actionable insights for product development and service improvement.
• Educate clients on new product features, best practices, and industry trends.
• Contribute to the development and refinement of customer success methodologies and playbooks.
• Onboard new enterprise clients, ensuring a seamless and positive initial experience.
• Drive high levels of customer satisfaction, loyalty, and advocacy.
• Collaborate with marketing and sales teams on case studies, testimonials, and customer success stories.

• Bachelor's degree in Business, Marketing, Communications, or a related field.
• Minimum of 5 years of experience in customer success, account management, or a related client-facing role, preferably within a SaaS or technology environment.
• Proven experience managing large enterprise or global accounts.
• Demonstrated ability to build and maintain strong, long-term relationships with C-level executives and key stakeholders.
• Excellent communication, presentation, and negotiation skills.
• Strong understanding of customer success principles and metrics.
• Analytical mindset with the ability to interpret data and translate it into actionable strategies.
• Proficiency in CRM software (e.g., Salesforce) and customer success platforms.
• Ability to manage a demanding workload and prioritize effectively in a remote setting.
• Proactive, resourceful, and results-oriented with a passion for client advocacy.
• Fluency in English; proficiency in other languages is a plus.

Job Description
Customer Success Manager

Summary
This position is based in Bangalore, India or Pune, India and offers a
Hybrid work model
.

Hexagon's Manufacturing Intelligence division is part of Hexagon – the global leader in measurement technologies. We empower manufacturers to develop disruptive technologies and life-changing products through design, simulation, and data-driven innovation. Our solutions bridge the physical and digital worlds, helping industries operate more efficiently and sustainably. Hexagon Design & Engineering software sits at the leading edge of production innovation making it possible to produce things that were previously unthinkable by entirely rethinking both products and production through design, materials, manufacturing and process innovation. By harnessing the power of data and technology our tools unlock new avenues for exploration and provide extra lift to the creative process

Job Responsibilities
The Customer Success Manager (CSM) will serve as the primary point of contact for customers, ensuring they derive maximum value from our solutions. By fostering strong customer relationships, the CSM will drive retention, expansion, and overall customer satisfaction. This role demands a proactive, results-driven professional passionate about customer success and simulation software technology.

Customer Relationship Management

• Act as the main point of contact for a portfolio of customers throughout their lifecycle.
• Develop and maintain strong relationships with key stakeholders to understand their needs, goals, and challenges.
• Serve as a trusted advisor, providing best practices and strategic guidance to maximize product adoption and value.
• Onboarding and Adoption
• Lead customer onboarding processes, ensuring smooth implementation and early success with the platform.
• Create and deliver training sessions tailored to customer requirements to drive adoption and engagement.

Retention and Growth

• Monitor customer health metrics and proactively address potential issues to reduce churn.
• Identify and execute upsell or cross-sell opportunities in collaboration with the sales team.
• Conduct regular business reviews to align on goals, performance, and success metrics.

Feedback and Advocacy

• Gather customer feedback to influence product development and roadmap decisions.
• Act as the voice of the customer within the organization to ensure continuous improvement.
• Identify and cultivate customer advocates for case studies, testimonials, and referrals.

Collaboration and Reporting

• Work cross-functionally with sales, support, product, and marketing teams to deliver a seamless customer experience.
• Maintain accurate records of customer interactions and activities in CRM systems.
• Provide regular reports on customer success metrics, challenges, and opportunities to leadership.

Qualifications

• Education and Experience
• Minimum 3 years experience in simulation software / CAE Tools
• Bachelor's degree in business, communications, or a related field (or equivalent experience).
• 3+ years of experience in a customer success, account management, or similar role in a software or technology company.

Core Competencies

• Strong customer-centric mindset with excellent interpersonal and communication skills.
• Proven ability to build and maintain strong relationships with diverse stakeholders.
• Analytical and problem-solving skills with a knack for understanding customer data and trends.
• Ability to manage multiple customers and priorities simultaneously in a fast-paced environment.
• Familiarity with a variety of software business models and customer success metrics (e.g., NRR, churn, CSAT).

Technical Skills

• Proficiency in CRM tools (e.g., Salesforce) and customer success platforms (e.g., Gainsight).
• Solid understanding of software applications and technology landscapes.
• Comfortable delivering virtual and in-person presentations and training sessions.

Key Performance Indicators (KPIs)

• Customer retention rate and churn reduction.
• Net revenue retention (NRR) growth.
• Customer satisfaction and Net Promoter Score (NPS).
• Product adoption and usage metrics.
• Success in upsell and cross-sell opportunities.

Explore Life at Hexagon
At Hexagon, you will be part of a global leader driving innovation in design, simulation, and smart manufacturing. You will collaborate with a diverse, international team that values creativity, customer focus, and sustainable innovation, while accessing opportunities for professional growth, training, and career advancement within Hexagon's global network. We offer competitive compensation and benefits aligned to the India market.

Explore Life at Hexagon: At Hexagon, we're empowering an autonomous, sustainable future through innovation in manufacturing intelligence, simulation, and automation. Get to know our teams, our culture, and our technology through our social media channels:

Instagram: @hexagon_mi | @hexagon_ab

LinkedIn: Hexagon Manufacturing Intelligence

YouTube: Hexagon MI | Hexagon AB

Twitter/X: @HexagonMI | @HexagonAB

Facebook: Hexagon Manufacturing Intelligence.

Learn more at and get inspired by how we shape smart change across industries.

Apply now

Hexagon posts all official job opportunities on either careers- or and communicates only from email addresses ending in We never request payment or personal banking information during recruitment. No offers will ever be extended without a proper interview via Teams or in person, never done over email alone. If you suspect fraud, it probably is, and contact us

• Onboard new clients and guide them through the initial stages of service adoption.
• Develop and maintain strong, long-lasting client relationships.
• Act as the primary liaison between clients and internal teams.
• Proactively identify client needs and advocate for their success within the organization.
• Provide ongoing support, troubleshooting, and guidance to clients.
• Monitor client health and engagement metrics, intervening when necessary.
• Educate clients on product features and best practices to maximize their utilization.
• Identify opportunities for upselling and cross-selling based on client needs.
• Gather client feedback and relay it to product and development teams for service improvement.
• Conduct regular check-ins and business reviews with clients.

• Bachelor's degree in Business, Marketing, Communications, or a related field.
• 2-3 years of experience in customer success, account management, or a similar client-facing role.
• Excellent communication, interpersonal, and presentation skills.
• Strong problem-solving abilities and a customer-centric mindset.
• Proficiency in CRM software and customer support tools.
• Ability to manage multiple client accounts simultaneously.
• Experience in a hybrid work environment is a plus.
• Familiarity with the relevant industry (e.g., SaaS, technology) is beneficial.